Détail du poste Job Description Job summary : As our Technical Support Expert for AC Charging, you will be the final escalation point for all complex technical issues related to our AC wallbox and commercial charging portfolio. We are looking for a proactive problem-solver with a strong sense of ownership, who not only resolves today's toughest cases but also actively works to prevent tomorrow's. You will collaborate closely with our international R&D teams, transforming your findings into knowledge that empowers our entire service network. Your missions : - Expert Support (70%): - - Perform in-depth root cause analysis on escalated AC support cases using log files, schematics, and remote diagnostics. - Troubleshoot complex issues related to vehicle-charger interoperability, OCPP communication, load management, and network integration. - Act as the primary technical liaison between the European support team and international R&D teams for AC product issues. - Ensure all support activities meet our strict Service Level Agreements (SLA). - Empowerment & Proactive Improvement (30%): - Demonstrate strong ownership by actively monitoring the performance of the AC charger install base and identifying potential systemic issues before they escalate. - Proactively analyze support data to identify recurring issues and trends, and propose solutions to R&D. - Act as a Subject Matter Expert (SME) for the AC portfolio, authoring, reviewing, and maintaining high-quality technical documentation, including troubleshooting guides and Knowledge Base articles to empower L1/L2 teams. - Provide technical expertise and content for advanced service training programs. Your profile : - Bachelor's degree in electrical engineering, Automation, Mechatronics, or a related technical field. - 3-5 years of experience in a technical support (L2/L3) or engineering role within the EV charging (EVSE), automotive, or renewable energy industry. - Solid technical knowledge of EV charging technology, stand
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